About This Job

Location

Eventbrite is an industry-leading self-service event platform that processed over $2.5 billion in ticket sales last year. The overwhelming majority of transactions flow through the system without any issues on-time every-time but there are exceptions. The Payment Operations team is responsible for the daily operational support for payments, as well as partnering with our product and engineering team to identify and resolve problems.

THE TEAM

Based in Nashville, the Payment Operations team is a small group of operations specialists responsible for supporting all aspects of Eventbrite’s payment products. We partner with numerous teams across the company to build the tools, policies and infrastructure to support Eventbrite’s financial transactions, as well as ensure a positive outcome when payment issues do arise.

THE ROLE

As a Payment Operations Specialist, you’re responsible for resolving complex payment issues as well as handling the most critical daily payment processes. You will also monitor a set of queues for problems with transactions, refunds, invoices, payouts or anything else payments related. You’ll be on the front lines of the proactive work we do by monitoring for potential issues, and you’ll work hand in hand with the Finance, Risk, Trust & Safety, and Sales team to take action on high priority issues. You will also be encouraged to brainstorm ways in which the team can more effectively and proactively prevent payment related issues and make processes more efficient. You will master Eventbrite’s many payments features and products, and maximize the toolset in order to ensure buyers can easily pay for their tickets, that payments are issued correctly, and on time while also providing guidance for many of our internal teams.

YOU WILL

Become an expert on Eventbrite's payment products, tools, features and processes, including knowledge about limitations and best practices

Ensure organizers get paid on time, every time

Own and provide support for escalated payment issues globally (~180 countries as of 2017)

Provide instruction and guidance about payment features and processes to existing customers as well as other internal teams

Partner with Product, Finance, and Sales to identify opportunities to improve policies, processes, or user experience

Analyze payment data using Excel, SQL and other analytical tools (note: pre-existing SQL skills are not required to apply for this role)

Partner with engineering to resolve complex bugs including any associated cleanup efforts

Resolve complex issues related to client payments

Educate and cultivate internal knowledge related to all things payments

THE SKILL SET

2+ years of experience in an operations or customer support role

Attention to detail and a passion for customer experience, specifically in relation to payment issues

Ability to identify pain points or areas for improvement on a team and advocate for a solution through implementation

Patience, empathy and the ability to stay level-headed in high-stress situations

Strong analytical and communication skills

Ability to manage ambiguity, embrace experimentation and change, and build consensus when working with a group

Technical aptitude and the ability to pick up new skills quickly

BA/BS Degree or higher

ABOUT EVENTBRITE

Eventbrite is the world’s leading event technology platform, powering more than two million live experiences each year. We build technology that allows anyone to create, share, find and attend events of all kinds. Music festivals, marathons, conferences, hackathons, political rallies, fundraisers, gaming competitions— you name it, we power it. Meet some of the team.

Martina W.

Head, Category Marketing

Martina leads a team of marketing experts whose mission is to fuel growth of the millions of events on the Eventbrite platform. She oversees marketing, acquisition, and engagement initiatives across key industry verticals.